Family Resource Center Representative II

Job Category:  Customer Service
Department:  Family Resource Center-Pomona

Los Angeles-Pomona, CA, US

Position Type:  Full Time
Requisition ID:  4772


Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members in five health plans, we make sure our members get the right care at the right place at the right time.

Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.

Job Summary

As a key member of the Family Resource Center (FRC) team, the FRC Representative II reports to the FRC Manager and is instrumental in creating a positive member/participant member experience when visiting the FRC. The FRC Representative II is responsible for performing a broad range of administrative and operational support duties. This position represents L.A. Care and the FRC network mission and vision when providing services to L.A. Care members and community residents in need of wellness and health care services, and, community resources. This position will provide high quality customer service and engage member/participants in FRC classes and services. The FRC Representative II identifies the member’s and participant’s needs and connects them with the appropriate FRC staff, L.A. Care department or community support.

The position supports all administrative functions of the FRC operation; maintains the operation’s schedule and maintains and organizes paper or electronic files and records. Assists the FRC Administrator with special projects/ assignments. Generates reports, spreadsheets and flow charts to assist FRC staff understand the FRC operation and reach its goals. Assists with preparing documentation/correspondence for a broad range of projects and activities.  Monitors supplies inventory, and coordinates FRC needs with other L.A. Care departments. Processes, monitors, and researches all Purchase Orders and Purchase Requisitions documentation. Maintains efficient documentation of member and participant attendance, visitation logs and monthly activity calendar through electronic systems and databases.

This position will also perform various functions at the FRC to assist members and customers with issue resolution, educating members and community participants on navigating the health care system and managed care processes. The position answers customer service-related questions and triages member issues and grievances internally to the appropriate staff or department. 

This position will collaborate with the FRC health plan partner staff to align member engagement and services goals with the joint strategy of the two health plans providing services at the FRC.


Family Resource Center (FRC) Liaison Support:  Represents L.A. Care and the FRC site in creating a positive member/participant experience. Responsible to provide face-to-face and telephonic assistance to L.A. Care members and the general public on essential member inquiries and education related to L.A. Care and FRC services, FRC partner health plan, and programming. 

Knowledge of all Lines of Business (LOB); Medi-Cal, PASC, L.A. Care Covered, and Cal MediConnect in order to support and triage questions and requests. Provides guidance on essential managed health care processes, access to care points, and education on coordination of care. Identifies member benefit inquiries, triages complex coordination of care issues, and proactively connects members to the appropriate FRC staff or internal department.  Assists non-members with referrals to the adequate resource or agency that will provide health coverage or the needed social and support services.  Support in the grievance documentation and referral process. (35%)

Operational and event Support: Assists FRC Administrator and staff with special projects/ assignments. Generate reports, spreadsheets and flow charts to help document processes and support a good work flow. Assist with preparing documentation/ correspondence for various projects and activities. Maintains organized and quality records for FRC. Based on Management guidance, communicates among other FRC staff and partner health plan on operational changes. Provides support to general center operations including visitor registration, data collection, class set up, and child care services. Provide support to the event planning team by providing feedback on member inquiries and comments, engaging collaborative with partners and at times conducting community outreach to promote and increase member/participant engagement at FRC events. (30%)

Strategic participation, member/participant data tracking, performance measures: Has understanding of L.A. Care’s and the FRC’s strategic goals that will serve as background to develop relevant FRC member/participant engagement activities. Identifies, reviews and assesses relevant attendance trends and qualitative data from members to provide recommendations for FRC calendar and incentives included in the rewards program. Completes all assigned reports and documentation to monitor and track personal performance and inform work plans and action strategies that may benefit health plan members. Support in identifying referral resources in the community to address social determinants of health. (25%)

Perform other duties as assigned. (10%)

Education Required
High School Diploma/or High School Equivalency Certificate
Education Preferred
Associate's Degree

Customer service experience. Familiarity with health care programs, social or community services. 

Experience working with individuals face-to-face and over the telephone, is comfortable guiding and de-escalating members with concerns, complaints, and challenges accessing care or social services.


Knowledge and understanding of the unique needs of special populations;  knowledge of public agencies, organizations, and other resources that support traditionally-underserved communities.

Excellent verbal and written communication skills, as well as the ability to represent L.A. Care.

Ability to exercise good judgment in responding to situations by utilizing strong problem solving skills.

Ability to multi-task and meet competing deadlines while maintaining attention to detail and accuracy. 

Must be able to work independently or as part of a team; be business-minded as well as empathetic towards stakeholders.

Demonstrated ability to handle a high-volume workload and to adapt quickly to a fast-changing environment.

Advanced proficiency in MS Office including Outlook, Word, Excel, and PowerPoint.

Bilingual in one of L.A. Care Health Plan’s threshold languages is highly desirable (English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, or Vietnamese). 

Licenses/Certifications Preferred
Cardio Pulmonary Resuscitation (CPR) Certified
Automated External Defibrillator (AED) Certified
First Aid Certified


L.A. Care offers a wide range of benefits including

  • Paid Time Off (PTO)
  • Tuition Reimbursement
  • Retirement Plans
  • Medical, Dental and Vision
  • Wellness Program
  • Volunteer Time Off (VTO)

Nearest Major Market: Los Angeles

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